Refund policy

Refund Policy 69-Day Guarantee — Your Balance, Guaranteed

Your satisfaction comes first. We know that starting a new routine takes trust — that is why we offer a 69-day guarantee from the date of delivery so you can try Hi-Malaya with complete peace of mind.

What it covers

  • Orders placed through our official store.
  • Guarantee period: 69 days from the date of delivery.

Eligibility criteria

To request a refund, we ask for just a few simple and reasonable things:

  1. Correct and consistent use: one honey stick per day as directed on the label for a reasonable period (we ask for at least 30 days of use, so the routine has time to work).
  2. Proof of purchase: order number or email used at checkout + full name.
  3. Return of packaging: all packaging must be returned (even if empty) as proof of actual product use. This allows us to verify correct usage and prevent guarantee abuse.
  4. Honest feedback: a couple of lines on how it went — it helps us improve our formula, communication and service.

Note: the guarantee is intended for a customer's first use of the product. For repeat orders, we reserve the right to assess the request to prevent abuse.

What it does not cover

  • Clearly incorrect or inconsistent use (e.g. occasional intake).
  • Failure to return packaging (empty or partially used).
  • Requests made after the 69-day period from the date of delivery.
  • Shipping damage not reported within 7 days of delivery (in that case we proceed with a replacement).
  • Purchases made outside the official Hi-Malaya store.

How to request a refund (step by step)

  1. Email us at: support.hi.malaya@gmail.com (subject: "Refund Request — Order #0000").
  2. Include your order number, full name and brief feedback on your experience.
  3. Wait for return instructions: we will send you the address and details for returning all packaging (even if completely empty).
  4. Send back all packaging received in your original order.
    • For single orders: 1 empty or partially used container.
    • For bundles: all containers (empty, partially used or unopened).
  5. Receive your refund: once we receive and verify the return, we will process the refund to your original payment method within 5 to 10 working days.
    • Return shipping costs are the customer's responsibility.
    • Original shipping costs are non-refundable.

Damaged or incorrect products

If your order arrives damaged, contact us within 7 days of delivery (with photos of the packaging and product). We will send a free replacement or issue a full refund.

Frequently asked questions

Do I need to return the packaging even if it is empty? Yes, returning all packaging (even empty) is required to confirm actual product use and complete the refund process.

I ordered a bundle of 3 — do I need to return all the containers? Yes, for bundles you must return all containers regardless of their condition (empty, partially used or unopened).

Who pays for the return shipping? Return shipping costs are the customer's responsibility. We recommend using a trackable method.

When will I receive my refund? Refunds are processed within 5 to 10 working days of receiving and verifying your return.